Thunderdome B2B SaaS AI Visibility Index

← IT Service Management (ITSM) ranking

Brand report · September 2026

Jira Service Management Jira Service Management: AI Visibility Report

atlassian.com ↗

When buyers ask ChatGPT, Claude, and Gemini about it service management (itsm), Jira Service Management ranks #2 of 15, a Visibility Score of 73 in IT Service Management (ITSM) (and appears in 3 categories of the index).

These rankings are measured from what the three models know from training, not a live web search. The live-web grounded surface is rolling out across the index. Methodology.

How AI sees Jira Service Management

Strong ITSM footing, invisible everywhere else.

Where it wins. In IT Service Management, Jira Service Management is a genuine contender: 86% mention rate and a rank of 2 out of 15 put it squarely in the conversation buyers are actually having. That category is doing real work.

Where it loses. Customer Support and Incident Management tell a different story. An 8% mention rate in Incident Management with zero first picks and no presence in the Best Overall theme signals that AI models reach for PagerDuty and Opsgenie long before Jira Service Management enters the frame.

AI-generated analysis of the September 2026 measurements.

IT Service Management (ITSM) · #2 of 15

73 / 100 flat vs last month
86%
mention rate (72 answers)
3
avg. position
18%
first pick
13%
share of voice
74Jul 2026Jul 2026: 7473.5Aug 2026Aug 2026: 73.573.3Sep 2026Sep 2026: 73.3
ChatGPT
82
Claude
73
Gemini
65

How the models portray Jira Service Management

Being named is not the same as being recommended. Each mention is graded endorsed (a strong pick), listed (a neutral option), or caveated (named with a reservation).

69% 10% 21%
endorsed · 95% band 57–79% listed caveated graded across 62 mentions in IT Service Management (ITSM) answers
Prompt themes Jira Service Management would want to own

Share of each theme's answers that mention Jira Service Management. Hover a row for the exact prompt. Compare shapes on the head-to-head page.

Best overall
9/9
Use-case fit
9/9 · #1×6
Startup & small team
9/9 · #1×6
Feature-led ask
9/9
If you could pick one
9/9
Budget & alternatives
8/9 · #1×1
Top tools in 2026
6/9
Enterprise pick
3/9
Most co-mentioned competitors

Share of Jira Service Management's mentions where the AI models name this brand in the same answer. That is the real competitive set in the AI channel.

Freshservice
97%
ServiceNow
79%
ManageEngine ServiceDesk Plus
52%
Zendesk
52%
HaloITSM
39%
BMC Helix
34%

Head-to-head: Jira Service Management vs ServiceNow

Scores are measured from real AI answers, refreshed monthly. Methodology.

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